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C&RL News February 2012  70

Built in the early 1990s, the Kreitzberg Library at Norwich University is an 
impressive building designed with cozy 
corners, large windows, a grand staircase, 
and an imposing reference desk to match. 
The desk, like many in academic libraries, 
was monstrous and built for keeping ready 
reference materials. 

As years passed, less and less of the 
10-by-18-foot desk was used, all while oc-
cupying significant space on the first floor. 
Librarians staffing the desk felt minuscule in 
comparison, and nearly two feet of desktop 
separated the seated librarian from patrons 
looking down at them, anxious about ask-
ing for help. The reference desk, meant to 
establish a commanding presence, became a 
barrier in more ways than one.

For several years, our reference team 
discussed an overall reconfiguration of the 
first floor, including the desk. In summer 
2010, the conversation reignited, and we 
began throwing around the idea of a taller, 
more approachable desk. This discussion 
became a crusade to create a more welcom-
ing reference desk matching the aesthetics 
of our carefully designed and much loved 
building. 

The reference area now features a signifi-
cantly smaller, 4-by-8-foot, transaction height 
desk with seating for students. The desk was 
also relocated and is now positioned in a 
more visible location closer to the entrance 
and adjacent to the circulation desk. This 
project also initiated a significant repurposing 
of first floor space, including a new seating 
area for patrons. 

Many lessons were learned during this 
process. Our chronicle features tips and 

considerations for other library’s pondering 
such an endeavor.

Why redesign and not remove
Norwich University is a small, private, military 
college in central Vermont. The on-campus 
student population of nearly 2,200 students 
is predominantly residential and comprises 
Corps of Cadets and civilian students. Even 
though virtual reference is increasing and 
in-person reference is declining, the desk 
remains an easily recognizable service point. 
There are many in the profession, however, 
who question the continued necessity of 
physical reference desks. So why did our 
library invest the time and effort to redesign 
our reference desk? Norwich has a very strong 
sense of history on campus; the university 
celebrates its bicentennial in 2019. Alumni 
are heartily loyal, and the library has an 
extremely active and financially supportive 
Friends group who would not take well to 
the desk disappearing entirely. 

In a 2007 article, Steven Bell article noted 
that librarians “argue that owing to the unique 
nature of the institution and its culture, their 
students still want a desk where they can talk 
to librarians.”1 This is certainly an easy card 
to play, but Norwich truly is very unique. 
With two-thirds of our undergraduates in the 
Corps, these young soldiers are cultivated 
with the mentality that asking questions is 
a weakness. We are dedicated to providing 

Deborah Ahlers is head of reference and interlibrary 
loan, e-mail: deboraha@norwich.edu, and Heidi Steiner 
is distance learning librarian, e-mail: hsteiner@norwich.
edu, at Norwich University in Northfield, Vermont 
© 2012 Deborah Ahlers and Heidi Steiner

Deborah Ahlers and Heidi Steiner

The approachable reference desk
How Norwich University Kreitzberg Library’s desk got a new look